scholarly journals Occupational Stress in the Service Sector: A New Dimension

Author(s):  
Zeenobiyah Hannif ◽  
Felicity Lamm ◽  
Karen Lo ◽  
Jeffrey Lu

Previous research on occupational stress is limited in that it has tended to focus on the individual and is frequently located within occupations that are deemed to be stressful, such as nursing and policing. The intention o f this paper is to broaden the scope of analysis by investigating a range of employment factors (i.e. heavy workloads, interpersonal relationships and organisational factors) which can contribute to stress amongst workers and to include more industry sectors. In particular, this paper endeavours to draw attention to occupational stress amongst workers in emotionally demanding, so-called "low risk industries” - namely the call centre and hospitality industries, and to explore their perceptions of stress, their attitudes concerning managing stress and their responses to the inclusion of stress detailed in the Health and Safety in Employment Amendment Act, 2002. Findings, from two studies indicate that working in the hospitality and call centre industries can be stressful and that most workers are vulnerable in terms of their poor working conditions and low wages. Findings also show that, consistent with other studies, there was low trade union presence and a high rate of casualisation and staff turnover in each of the industries. At the same time there was a lack of overt conflict between management and workers, with an apparent close alignment of goals between the two parties and a style of management that could be described as unitarist.

Author(s):  
R. Kasperczyk

The purpose of this paper is twofold: to highlight the increased focus on corporate governance responsibility for managing employees’ psychological health, and to present an argument for a systemic approach to prevention of occupational stress. The paper commences with a brief description of the problem posed by occupational stress as a threat to organisational effectiveness. It then discusses the types of currently observed organisational responses to this issue and the extent to which they are shaped by beliefs about occupational stress. There are two fundamental approaches to dealing with work stress, one aimed at the individual and the other, at the organisation. The more comprehensive approaches have been increasingly reported to be more effective. The argument for a systemic approach to its prevention is then developed, in line with the risk management framework currently being adopted by Government jurisdictions governing Occupational Health and Safety in Australia and New Zealand. As the stress issue is now couched in health and safety terms, it is a moral and legal duty of the Board to satisfy itself that it is effectively addressed.


2019 ◽  
pp. 78-106
Author(s):  
Aruna Dayanatha ◽  
J A S K Jayakody

Information system (IS) projects have been seen to be failing at an alarmingly high rate. The prevailing explanations of IS failure have had only a limited success. Thus, the time may be right to look at the reasons for IS failure through an alternative perspective. This paper proposes that IS success should be explained in terms of managerial leadership intervention, from the sensemaking perspective. Managers are responsible for workplace outcomes; thus, it may be appropriate to explain their role in IS success as well. The sensemaking perspective can explain IS success through holistic user involvement, a concept which critiques of existing explanations have stated to be a requirement for explaining IS failure. This paper proposes a framework combining the theory of enactment and leadership enactment to theorize managerial leadership intervention for “IS success.” The proposed explanation postulates that the managerial leader’s envisioning of the future transaction set influences the liberation of the follower and cast enactment, while liberating followers and cast enactment constitute manager sensegiving. The managerial leader’s sense-giving influences follower sensemaking. Follower sensemaking, under the influence of managerial sensegiving, will lead to followers’ IS acceptance, and that constitutes IS success at the individual level. Further, collective level IS acceptance constitutes IS adaption/success, and this will influence the leader’s sensegiving, for the next round of sensemaking.


2018 ◽  
Vol 3 (5) ◽  
pp. 39
Author(s):  
Yéssica Elizabeth Barreto Macías ◽  
Colón Avellán Velásquez

El actual trabajo afronta una de las problemáticas más apremiantes de los actuales momentos como es el alto índice de dispendio de drogas en las Instituciones Educativas, que afectan considerablemente a la sociedad ecuatoriana. Su objetivo es analizar los lineamientos que permitan mejorar la orientación familiar, y desarrollar relaciones interpersonales apropiadas que fomenten la unión familiar, practicar principios, fomentar valores morales, y que los jóvenes aprendan a decir “no” ante una eventual propuesta de consumir compuestos prohibidos, que lo único que se consigue es materializarse en un estado no idóneo ante la comunidad, considerar que las consecuencias para la salud son devastadoras, personas que a temprana edad padecen de enfermedades que en muchas ocasiones son gravísimas, causando malestar no solamente propio sino a la familia. Puedo mencionar como aporte de este artículo; y en base a resultados establecidos que resulta primordial e importante mantener la asistencia de un profesional especializado en psicología, diálogos científicos y motivadores, conjuntamente con atención médica provocarán en la persona afectada la erradicación del consumo de drogas. Constan muchos factores que causan gran influencia negativa en las familias, partiendo de que actualmente el mundo vive la tendencia del consumismo lo que influye en sobremanera que exista menos dialogo en el hogar, la aparición de la tecnología es otra de las situaciones adversas. Los profesionales encargados de brindar orientación familiar deben considerar siempre, que el comportamiento del ser humano debe ser comprendido desde el punto de vista de su forma de pensar, solo así se desarrollara una cultura que permita a las familias tomar las decisiones acertadas al momento de formar a sus hijos, lo que en un futuro se evidenciará como seres útiles a la sociedad. PALABRAS CLAVE: Consumo de drogas; orientación familiar; valores morales.  FAMILY COUNSELING, FOR THE PREVENTION OF DRUG USE IN THIRDYEAR HIGH SCHOOL STUDENTS  ABSTRACT  The current work addresses one of the most pressing issues of current times such as the high rate of drug use in educational institutions, which greatly affect Ecuadorian society. Its objective is to analyze the guidelines for improving family orientation, and develop appropriate interpersonal relationships that promote family unity, value the principles, and that young people learn to say "no" to a possible proposal to use prohibited drugs, that the only thing that is achieved is to materialize in an unsuitable state before the community, to consider that the consequences for health are devastating, people who at an early age suffer from diseases that in many occasions are very serious, causing discomfort not only their own but also the family. I can mention as contribution of this article; and based on established results that it is essential and important to maintain the assistance of a professional specialized in psychology, scientific and motivational dialogues, together with medical care, will cause the affected person to eradicate drug use. There are many factors that cause great negative influence on families, based on the fact that the world currently lives the trend of consumerism which greatly influences that there is less dialogue at home, the emergence of technology is another of the adverse situations. The professionals responsible for providing family counseling should always consider that the behavior of the human being should be understood from the point of view of their way of thinking, only in this way will a culture be developed that allows families to make the right decisions when forming to their children, which in the future will be evident as useful beings to society. KEYWORDS: drug use; family orientation; moral values.


Author(s):  
Sofia Stavropoulos

The NDIS introduces changes to the level of control, choice and flexibility that persons with a disability can exercise over the services they require to support their individual needs. One of the main stays of NDIS is the ability for persons with a disability to utilise allocated funding how and with whom they choose to create a package of supports. Coinciding with the move towards the NDIS has been the introduction of the NSW WHS Act 2011. This Act introduces and broader new definitions relating to persons with responsibilities for ensuring health and safety at work. In some circumstances the individual person with a disability will be a direct employer, or an “other” in the workplace, and will take on responsibilities for health and safety for persons working in their home. For government organisations making funding decisions and allocating funds for the purchase of support services, there continues to be an obligation to ensure that services are conducted safely with risks to health adequately managed. NSW FACS can not “contract” out of their obligations. Instead we must work in partnership with all stakeholders to manage WHS risks as far as is reasonably practicable. Our role in government means we have the resources, experience, and must respond to the community expectation that we will support persons with a disability to understand and discharge their WHS obligations as far as is reasonably practicable. This is a way of operating presents the following questions: Do persons with disability understand the WHS obligations and risks associated with their care and supports? How to individuals with disability obtain sound advice and information on WHS risks that may be associated with their care arrangements? Can WHS information and resources that organisations like NSW Department of Family and Community Services (Ageing Disability and Home Care) have established be leverages to share with our “clients”? As Government partners in NDIS are we obligated to share our knowledge and information? What is the best way to bridge the gap in understanding and what types of information, tools and training can be made available on WHS for persons with a disability.A Joint WHS project currently underway within NSW FACS seeks to address the information and resources gap for all clients who participate in self directed funding arrangements (including NDIS). Our project will demonstrate how products and advice developed for internal staff use can be “reframed” and made accessible to persons with disability, their carers and individual service providers. The approach being applied within NSW FACS will potentially reduce costs in persons with disability being required to engage additional services to seek and develop WHS direct guidance and tools. The project being undertaken will deliver face to face training models, e-learning components and online information and tools to assist stakeholders in the NDIS and other Direct Funding Arrangements within NSW, to make informed decisions regarding WHS risk in the provision of care and support services. Guidance and information is provided on key risk areas utilising tested tools & WHS resources within the disability sector. E-learning solutions are made available to inform and train stakeholders of WHS obligations and potential risk management approaches. NSW FACS works with NGO stakeholders to ensure consistent advice and assistance is provided in the area of WHS obligations and performance expectations.


Author(s):  
Larysa Getman ◽  

The article discusses approaches to the interpretation of the concept of a service, its specific differences from a physical product and the main features as an object of purchase and sale in the relevant market. Based on the analysis and systematization of existing scientific views, the main features of the service market and the features of the interaction of supply and demand in the service sector are revealed. The practice of functioning of the service market demonstrates the high dynamics of market processes, a pronounced segmentation of demand for services, a high degree of differentiation of services, a high rate of capital turnover and the important role of non-price barriers to entry into the market. The essence and value of the customer's customer loyalty for successful commercial activities and increasing the competitiveness of the manufacturer-supplier of the service has been investigated. Loyalty becomes an indicator of business performance and its ability to innovate. A customer-oriented business philosophy, where a wide range of factors of influence on the formation of customer loyalty is taken into account and used, will allow the company to count on long-term relationships with the consumer and will attract new customers through his positive experience. The possibilities and features of the application of competitive strategies by firms in the field of service activities were analyzed. The main trends in the development of the services market in the current stage, namely the processes of its digitalization, have been investigated. The buyer today is interested not only in price and quality, but also in good service. If a company meets customer service demand through the introduction of chat bots, self- service terminals, mobile applications, etc., then this contributes to the formation of a positive customer experience, which ultimately increases sales. The features and advantages of using information technologies both in business activities and in the implementation of consumer choice have been determined.


2020 ◽  
Vol 46 (7) ◽  
pp. 1156-1168 ◽  
Author(s):  
Anna Maria C. Behler ◽  
Catherine S. J. Wall ◽  
Adriana Bos ◽  
Jeffrey D. Green

Two studies examined how envy influences prosocial and antisocial behavior. In Experiment 1, participants in an envious state (relative to a neutral state) were less helpful: They picked up fewer dropped pencils in their immediate vicinity. We expanded upon these findings by examining how envy affected both helping and harming behavior in a competitive scenario. In Experiment 2, individuals in envious or neutral states assigned puzzle tasks to another student in a prisoner’s dilemma style scenario. Prosocial and antisocial behaviors were assessed via the difficulty of the assigned puzzles (easy puzzles were considered helpful and difficult puzzles were harmful). We hypothesized that experiencing envy would result in greater motive to harm as well as greater likelihood of engaging in harmful behavior. The hypothesis was supported, suggesting that envy has detrimental ramifications that go beyond the individual and extend to interpersonal relationships.


1989 ◽  
Vol 34 (5) ◽  
pp. 369-375 ◽  
Author(s):  
Malcolm West ◽  
Adreenne Sheldon ◽  
Linda Redtfer

Recent advances in attachment research provide a framework for defining the content and process of brief psychotherapy with adults. Attachment theory emphasizes a number of issues crucial to therapeutic work. Specifically, attachment relationships are enduring components of a individual's pattern of interpersonal behaviours. Functionally, attachment relationships address security needs. Insecure attachment arises from a representational model based on feared loss of the attachment figure, which predisposes the individual to have little confidence in the attachment figure's availability, responsiveness, and permanence. Behavioural responses to insecure attachment can lead to specific patterns of interpersonal relationships which, in turn, strengthen the representational model. Thus, a relatively stable, self-reinforcing system evolves and results in a consistent inability to experience security within attachment relationships. In this article, the authors describe the current framework for understanding adult attachment relationships and present clinical vignettes illustrating the saliency of attachment theory to common clinical presentations. The goal of the clinical intervention is defined as increasing the “permeability” of the individual's working model of attachment through affective and cognitive re-assessment of attachment experiences and expectations. Finally, the utility of this approach in evaluating the outcome and effectiveness of psychotherapy is highlighted.


2019 ◽  
Vol 9 (4) ◽  
pp. 222-226
Author(s):  
K.C. Kavipriya

Economic Development of a country depends upon the individual development; Creation of more Employment opportunities is the right way to strengthen our Economy. By way of strengthening Small scale units, ultimately more people will get Employment. More over Small scale Industries required less amount of Capital. These are the main reasons to start the scheme MUDRA. The scheme MUDRA was launched in the year 2015 by Government of India. In India most of the people are depending upon small scale businesses as their source of livelihood. Most of the individuals depend on un-organised sectors for loans and other credit facilities which have high rate of interest along with unbearable terms and conditions. Ultimately it will lead these poor people to fall in debts. This paper is an attempt to educate the readers about MUDRA Yojana.


Nativa ◽  
2018 ◽  
Vol 6 (4) ◽  
pp. 380
Author(s):  
Cinara Da Cunha Siqueira Carvalho ◽  
Ilda De Fátima Ferreira Tinôco ◽  
Cecília De Fátima Souza ◽  
Maria De Fátima Araújo Vieira ◽  
Thamara Amaral Diniz ◽  
...  

O bem-estar animal tem sido amplamente discutido, abordando as ações e efeitos no processo de criação, transporte até o abate, a fim de se adequar os meios de produção. No entanto, bem-estar é um assunto de ampla abrangência e que atualmente, adequa também as condições de trabalho das pessoas que atuam no setor agrícola. A segurança e a saúde dos trabalhadores é motivo de preocupação, uma vez que a forma como o indivíduo se sente ou como exerce as suas atividades, pode influenciar de forma negativa na produção animal. Diante dessa crescente preocupação, objetivou-se com esse trabalho avaliar os efeitos da tipologia das edificações e do sistema de produção de matrizeiros de frangos de corte sobre as condições de saúde, segurança e ergonomia dos trabalhadores envolvidos na atividade. De posse dos dados coletados, verificou-se que as atividades que exigem o carregamento de peso, principalmente quando realizada por mulheres, podem vir a prejudicar a coluna bem como outros membros corporais. Os demais fatores ergonômicos como concentração de gases, luz e ruído não tornaram o ambiente insalubre uma vez que as instalações são abertas favorecendo a ventilação natural e iluminação.Palavras-chave: ergonomia, produção de frangos, trabalho rural. HEALTH AND SAFETY OF WORKERS IN HARBORS OF BROILERS BREEDER ABSTRACT:Animal welfare has been widely discussed, addressing the actions and effects in the process of creation, transportation to slaughter, in order to suit the means of production. However, well-being is a matter of wide scope and currently, it also suits the working conditions of the people who work in the agricultural sector. The safety and health of workers is a matter of concern, since the way in which the individual feels or how he practices his activities may negatively influence animal production. Faced with this growing concern, this work aimed to evaluate the effects of typology of buildings and the system of production of broilers breeder on the health, safety and ergonomic conditions of workers involved in the activity. With the collected data, it was verified that the activities that require the weight load, especially when performed by women, can harm the spine as well as other body limbs. Other ergonomic factors such as concentration of gas, light and noise have not made the environment unhealthy since the facilities are opened favoring natural ventilation and lighting.Keywords: ergonomics, poultry production, rural work.


2019 ◽  
Vol 77 (10) ◽  
pp. 741-745
Author(s):  
Amur FERREIRA NETO SEGUNDO ◽  
Maren de Moraes e SILVA ◽  
Pilar Bueno Siqueira MERCER ◽  
Carolina REINERT ◽  
Emerson Faria BORGES ◽  
...  

ABSTRACT Patients with epilepsy face innumerable obstacles in daily life, related to work, permission to drive and interpersonal relationships, which require medical guidance. This paper reports a literature review based on scientific articles and civil and traffic system, as a way to resolve doubts about medical obligations in the patient’s permission to drive and work. An employment agreement requires the contractor to guarantee safety conditions as well as requiring the patient, at the pre-employment medical examination, to let the physician know previous medical conditions, including epilepsy. More than 90% of patients with epilepsy omit this information during the application assessment, thus being subject to imputation of ideological falsehood crime as disposied on article 299 of Brazilian Penal Code. Medical confidentiality breaches may only occur in specific situations. In Brazil, the authorization and driver’s license renewal is governed by the Brazilian Traffic Code (Federal Law n° 9503/1997). For patient evaluations, two groups are considered: those on antiepileptic medication and those on medication withdrawal. A favorable report from the attending physician is also required, in both categories. Seizures that occur exclusively during sleep, and focal aware events or prolonged aura are not differentiated from other seizure types disposed in the traffic law. It is the responsibility of the attending physician to analyze each patient individually to resolve conflicts between public safety and the individual patient’s independence. A frank and honest doctor-patient relationship is essential for the patient to understand the public and individual consequences of epileptic seizures and to feel comfortable seeking medical help.


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